AI agent that prioritises tickets and alerts the right channels
An AI agent reads each new Fluent Support ticket, judges priority and team, and can tag it and alert Slack or Telegram on-call. Every ticket then gets a row in Google Sheets.
Fluent Support
AI Agent
Slack
Telegram
Google Sheets6 steps Setup ~12 min Used on 470 sites Agentic Support Free to import
What this workflow does
Triage is the first job on every ticket and the easiest one to let slip. A ticket marked low priority by the customer can be an outage, and the person on call won't know until someone reads it. This workflow has an AI agent read each ticket as it arrives and act on what it finds.
The Fluent Support trigger fires when a ticket is created and passes its subject, message and stated priority to the AI Agent step, which runs on OpenAI GPT-4o. The agent is told to classify the ticket's priority and owning team, tag it, and alert the right channel: Slack for normal tickets, Telegram for urgent ones that need on-call. Its three tools are Add Tag to Ticket (Pro) on this ticket, Send Channel Message in Slack, and Send a Text Message in Telegram. The agent writes the alert text and picks the tag, and it decides which tools to call.
After the agent, a Google Sheets step adds a new row for every ticket, whatever the agent chose. Map the ticket fields and the agent's response into it to build a triage log you can sort by priority later.
Small team with one on-call phone
Normal questions collect in a Slack channel for working hours, while the agent can send anything it rates urgent to the Telegram chat your on-call engineer keeps open.
Helpdesk with tags per team
Billing, technical and sales tickets each have their own Fluent Support tag. The agent picks one from the ticket text, so agents can filter their own queue.
Monthly support reporting
The sheet holds one row per ticket with the agent's verdict, which gives you a count of urgent tickets per month without exporting from the helpdesk.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
Fluent Support Ticket CreatedFires when a customer or agent creates a ticket in Fluent Support. The ticket's subject, message, stated priority and ID go to the AI agent.
- AI Agent Execute Agent
An AI agent on OpenAI GPT-4o reads the subject, message and stated priority. Its instructions are to set priority and owning team, tag the ticket and alert Slack or Telegram, and it chooses which tools to use.
- Fluent Support Add Tag to Ticket (Pro)
A tool the agent can call to add a tag to this ticket. The ticket is fixed; the agent supplies the tag. The action is marked Pro, so you need Fluent Support Pro for it.
- Slack Send Channel Message
A tool the agent can call to post a message, written by the agent, to Slack. It is meant for tickets the agent rates as normal priority.
- Telegram Send a Text Message
A tool the agent can call to send a Telegram message, written by the agent, to your on-call chat. It is meant for tickets the agent rates as urgent.
- Google Sheets Add New Row
Adds a row to a Google Sheets spreadsheet for every ticket after the agent finishes. Map the ticket fields and the agent's answer into it after import, and confirm with a test ticket.
What you need
- FlowMatticCore
- Fluent Support PluginPlugin
- AI ProviderAccount
- Slack AccountAccount
- Telegram AccountAccount
- Google Sheets AccountAccount
After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.
Make it yours
Changes worth making after you import it.
- Put your Fluent Support tag names and IDs in the agent's instructions, with when to use each one. The agent can't see your tag list otherwise, so it may pick a tag that doesn't exist.
- Spell out what counts as urgent in the system prompt, for example site down, payment failed or data loss, so the Telegram alerts reach on-call only when you'd want to be woken.
- Ask the agent to end its answer with the priority and team as plain words, then map that answer into the sheet. Each row then shows the verdict in a column you can filter.
- Add a Filter after the trigger to skip tickets from your own team's email domain, so internal test tickets don't reach the agent or the sheet.
Questions about this workflow
Does the AI agent always tag the ticket and alert Slack or Telegram?
It is told to, but the agent decides which tools to call on each run. Task History lists the tool calls for each ticket, so you can spot runs where it left one out and tighten the instructions.
Does the ticket tagging tool need the Pro version of Fluent Support?
For the tagging tool, yes. Add Tag to Ticket is marked Pro in FlowMattic. The trigger, the alerts and the Google Sheets step don't depend on that tool.
Does the agent change the ticket's priority in Fluent Support?
No. It has no tool for that. It judges priority to decide on a tag and an alert channel, and you can record its verdict in the sheet.
Is every ticket logged in Google Sheets, even ones the agent rates low?
Yes. The Google Sheets step runs after the agent for every new ticket. It is not one of the agent's tools, so the agent can't skip it.
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